At our practice we love to hear things that are going well or things upon which we could improve.
If you would like to tell us about a good experience or person in the practice, please complete the relevant form below.
Compliments
If you would like to tell us about a good experience or person in the practice, please complete this form.
Concerns
Most issues that arise can be quickly and easily resolved. If you feel you have something you would like to raise as a concern, please do so on this form. Once we have received this form we will respond to you within 7 working days (this may be via text message). If you are dissatisfied with our response, you can then raise a formal complaint here.
Complaints
Most issues can be resolved quickly and easily with the practice. We ask all patients to complete a concerns form first and receive a response before raising a formal complaint.
If you have already completed the concerns form, had a response and now wish to raise a formal complaint you can do so here.
If we were not able to satisfactorily deal with your concern and wish to make a formal complaint you should do so, preferably on this form or in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you becoming aware of the matter
Send your written complaint to:
Attn: Practice Manager
Ralphs Ride,
Harmanswater,
Bracknell,
RG12 9LH
Email: enquiries.waterfield@nhs.net
You may also make your complaint directly to NHS England, who commission our service: Complaints Officer, Southeast Complaints Team. Email: frimleyicb.southeastcomplaints@nhs.net
Tel: 0300 561 0290.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient. We would still ask for a concerns form to be completed first.
Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial written complaint.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint.
We may still need to correspond directly with the patient or may be able to deal directly with the third party. This depends on the wording of the authority provided.
